Assistant Manager - Retention (Customer Support)

The Retention is responsible for ensuring customer is being contacted to make retention efforts, understand customer requirement and provide retention offer.

The role involves monitoring loan portfolios, identifying customer needs, and ensuring borrowers continues the loan with the organization

Key Responsibilities:

1. Customer Retention Management:

Maintain strong relationships with existing loan customers.

Strong follow ups with customer till customer is retained.

Engage with borrowers to address queries or issues regarding their loans.

Develop strategies to retain customers nearing loan closure or settlement.

2. Loan Account Monitoring:

Regularly review loan accounts to identify potential risks of churn.

Monitor overdue accounts and collaborate with collections teams to resolve issues.

3. Proactive Customer Engagement:

Educate customers about loan benefits, terms, and repayment options.

Offer solutions such as refinancing, top-up loans, or balance transfers to meet customer needs.

4. Retention Strategies for Loan Products:

Design campaigns to encourage borrowers to continue or upgrade their loan facilities.

Implement targeted retention offers or benefits to minimize loan closure requests.

6. Data Analysis & Reporting:

Analyze customer data to identify trends and potential areas for improvement.

Prepare reports on retention rates, churn factors, and customer feedback.

7. Compliance & Documentation:

Ensure all interactions and processes comply with regulatory guidelines.

Maintain accurate records of customer communications and resolutions

Key Skills

• In-depth understanding of retail loan products
• Familiarity with loan repayment structures, interest rates, and refinancing options.
• Strong interpersonal and communication skills.
• Problem-solving and negotiation abilities.
• Proficiency in loan management systems and CRM tools.
• Customer-focused approach with a proactive mindset.
• Ability to build trust and maintain long-term relationships.
• Analytical skills to identify and mitigate customer churn risks.
• Attention to detail and adherence to compliance standards.
• Experience: Proven experience in customer retention, loan servicing, or sales within the retail loan or banking industry.